Andrew Ducker (andrewducker) wrote,
Andrew Ducker
andrewducker

Google Support is unbelievably awful - anyone got any sugggestions?

I run a domain for a few friends. Back while it was free for small groups I switched it to using Google Apps for Domains, which means that its email is stored on GMail, the accounts can be used natively for G+, Google Calendars, etc. Which is intermittently handy.

Not so handy is when something goes wrong, and Google are apparently completely incapable of sorting it out. My friend John recently got himself a Nexus 5. He likes it, and it works really well. Except that he can't buy anything on Google Play, because something is wrong with his Google Account, and Google are apparently not just incapable of fixing it, but uninterested in doing so.

He's spent hours on the phone over the last few weeks, going from "An error has occurred" when trying to buy apps, to "Your account has been blocked" and back again.

This was the final straw:
I called them again on Friday. Explained the situation with a very understanding guy.

Told him that I didn't want to have to sent proof of identity in again because I'd already done that. Told him that I had put money on my wallet that I couldn't access.

Explained that the most frustrating part of it was that I'd start the process on the phone with someone who seemed helpful, the process would then turn into an email thread and I would not hear back. I explained that this had happened four times. He then apologised profusely and said he was going to look into it and get back to me as soon as possible.

Can you guess what happened next?


This is _so_ frustrating for me, because it seems so unnecessary. I know that Google have always been rubbish with customer support - but I hate to think how bad their internal systems must be if support requests just vanish into a black hole and are never fixed.



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